Regarding the now closed post here:
I have found the solution as to why it was broken in our system.
The agent role had both “agent” and “customer” set, which led the out of office scope check being ignored.
To fix it, one simply needs to untick this checkbox.
That doesn’t sound like the right behavior as agents are allowed to have customer permissions as well.
I think this is worth a bug report at GitHub - zammad/zammad: Zammad is a web based open source helpdesk/customer support system
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